Vice President, Customer Success San Francisco at Tbwa Chiat/Day Inc

R-Zero offers smart building technology that delivers real-time insights on optimizing indoor spaces to improve workforce productivity, predict real estate needs, and create operational efficiencies, including reducing energy costs. R-Zero’s smart building solutions include IAQ and comfort monitoring, high-efficiency HVAC filtration, space utilization sensors, occupancy-based building controls, and real estate performance analytics. R-Zero’s connected platform is easy-to-use, secure, and scalable, enabling owners, operators, and their tenants, to prepare their buildings for tomorrow's challenges. Learn more at www.rzero.com.

Role Overview

As the Vice President of Customer Success, you will focus on maintaining and growing relationships with R-Zero’s existing customers. You will oversee a team responsible for ensuring customers are satisfied while also driving revenue growth through renewals and expansion opportunities. You will set the strategy for customer growth and enhance the customer journey where possible. You will represent the voice of the R-Zero customer within the organization, communicating feedback and learnings cross-functionally. This role reports to the Chief Operating Officer.

Key Responsibilities

• Develop and implement strategy to improve customer retention, satisfaction, and loyalty.
• Lead a team of customer success managers, providing coaching and ensuring the team is working effectively to achieve company objectives.
• Own and grow key customer relationships, leading by example with player coach management.
• Lead our quarterly Customer Advisory Board meetings, partnering with Product and GTM teams.
• Drive revenue growth by identifying opportunities for upselling and cross-selling, developing strategies to increase customer retention, and collaborating with other teams within the organization to identify new revenue opportunities.
• Manage R-Zero’s Net Promoter Score surveys and actioning against results.
• Partner cross-functionally to provide seamless onboarding, engaging touchpoints, product updates, and technical support.
• Manage customer feedback and package up learnings for functional teams.
• Own internal library of best practices including process documents, training videos, customer outreach templates, onboarding checklists.

Skills & Qualifications

• Bachelor’s Degree or similar level of education.
• 12+ years of experience in customer success or account management.
• Strong people manager with experience building and leading high-performing and engaged teams.
• Ability to develop and implement customer success strategies that align with business goals.
• Demonstrated track record of delivering customer growth and hitting OKRs.
• Strong commitment to customer satisfaction and retention strategies with experience in implementing customer feedback loops and advocacy programs.
• Excellent verbal and written communication skills for effective interactions with stakeholders at all levels.
• Ability to operate cross-functionally, leading and influencing colleagues over whom you have no direct authority, ultimately leading to timely tactical decision-making to advance objectives.
• Proficiency in data analysis to understand customer behavior, usage patterns, and feedback.
• Unafraid to prioritize and make trade-offs.
• Experience in building intelligence, smart buildings, CRE, property tech, energy management or IoT sectors is preferred.

The salary range for this position will vary based on candidate level, experience, and location. The base salary for this position contemplates a range of $220,000 - $270,000. Certain roles may be eligible for incentive compensation, equity, and benefits. Proof of eligibility to work in the United States and a background check is required upon employment.

R-Zero’s benefits program underscores our commitment to health equity and care for all people–including our employees. Some of these benefits include:

• Unlimited vacation, paid holidays.
• Competitive total compensation with equity:
• Competitive compensation–backed by market research and audited annually for pay disparities–is our baseline. In addition to competitive base pay, every member of our team receives equity. We believe shared ownership leads to shared success.
• Healthcare benefits (medical, dental, vision) starting on day one. We offer coverage for employees, their spouses/domestic partners, and their children.
• 12 weeks paid parental leave for all genders.
• 401(k) program starting on day one.
• AD+D and life insurance.

R-Zero is an equal opportunity employer, committed to creating a diverse and inclusive global work environment. We are committed to a policy of Equal Employment Opportunity and do not discriminate against an applicant or employee on the basis of any legally recognized protected basis under federal, state, or local law, including the San Francisco’s Fair Chance Ordinance.

Studies show that women and people of color tend not to apply for jobs if they don’t meet every single qualification. We encourage you to apply–even if your experience doesn’t perfectly align with every bullet point in the job description. You may be just the right candidate for this, or another opportunity.